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When you log in to ContactWorldthe VCC Admin Portal, you see the following webpage:
Alternatively, if you are using a mobile device you see the following screen:
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Home page
The main area of ContactWorldthe VCC Admin Portal's home page contains two elements:
- ContactWorld carouselCarousel
The top of the home page includes a scrolling area that contains links to NewVoiceMedia Vonage Contact Center news items. Click More info to open the news item in a new tab.
Undismissed alerts Alerts you have not dismissed also appear at the top of the carousel. For information about alerts, see ContactWorld user interfaceAlerts later in this page. - ContactWorld componentComponents
The bottom of the home page contains icons that represent ContactWorld VCC Admin Portal features. Click an icon to open the webpage for the related feature in the current tab.
ContactWorld banner
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Banner
VCC Admin Portal's banner is always present as you navigate around different areas of ContactWorldthe VCC Admin Portal.
Hamburger and arrow icons button
By default, icons and menu item names appear in the ContactWorld menu. Click the hamburger button arrow icon to shrink the menu to display only icons. Click again
Click the hamburger icon to display the menu item names again. For information about the ContactWorld menu, see ContactWorld user interface227225985.
Alerts
Alerts are short messages about the status of ContactWorld Vonage Contact Center or your ContactWorld VCC Admin Portal account.
Click Alerts in the banner to view all alerts in the order of receipt—newest alerts appear at the top of the list. Alerts also appear at the top of the carousel, one at a time. Some Some alerts have a More info link. Click this link for more information relating to the alert.
The number of undismissed alerts you have not dismissed appears on the bannerthe alerts icon. To acknowledge, or dismiss, alerts, close the alert in the carousel or click the alert in the list. Dismissing the alert in one location also dismisses the alert in the other. Until you have dismissed an alert, the alert appears on the carousel, and is highlighted in blue and with its associated icon in the listin the list of alerts with pink dot on the right. When you have dismissed the alert, the alert no longer appears in the carousel and appears in gray in the listpink dot disappears.
You can receive four different types of alerts. The types are listed in the order of severity, highest severity first.
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Higher severity alerts take priority over lower severity alerts; if you have more than one undismissed alert you have not dismissed, the most severe alert appears on the carousel until dismissedon the top of the alerts list. (If you have more than one alert with the highest severity, the most recent alert takes priority.) The dismissed alert is replaced with the next most severe alert.
The example shows four undismissed alerts you have not dismissed, one of each severity. The highest severity alert, 'Danger', appears in the carousel. The More info link indicates that more information about the alert is available.
Help
The Help menu contains three items:
| Menu item | Description |
|---|---|
| Home Help | A link to the ContactWorld user interface page 227225985 page within Vonage Contact Center Product Documentation. |
| Documentation Home | A link to NewVoiceMedia Vonage Contact Center Product Documentation. |
| Product Updates | A link to the Product Updates section within Vonage Contact Center Product Documentation. |
Account
The Account menu shows the logged in user's name and ContactWorld Vonage Contact Center account, and the following options:
| Menu item | Description |
|---|---|
| Switch Account | Click to log in using a different ContactWorld Vonage Contact Center account. This item is only available if you have access to multiple accounts. |
| Logout | Click to log out of ContactWorldthe VCC Admin Portal. |
ContactWorld menu
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Menu
VCC Admin Portal's menu is always present as you navigate around different areas of ContactWorldthe VCC Admin Portal. The menu contains all the features of ContactWorld.the VCC Admin Portal configured and enabled for your account. The menu has a hierarchical tree structure with top levels items with nested subgroups of features from similar domain.
The menu appears on the left side of the webpage, or at the bottom of the screen on a mobile device. By default, icons and menu item names appear in the menu. Click the hamburger button to shrink the menu to display only icons. Click again to display the menu item names again.
To open the webpage for the related feature in the current tab, click a menu item. To open previous and next webpages, use the back and forward buttons in your browser.The menu contains the following features. Only . To open the top level item and display nested pages, click the chevron icon. The list of grouped features appears. You cannot collapse the top level menu item when nested page is opened.
Only features available in your account will appear in the menu.
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ContactPad is the main interface that agents use when handling interactions within ContactWorld.
For information about ContactPad, see ContactPad.
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Manage skills and assign skills to agents.
For information about managing skills, see Skill Management.
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Configure agreements to enhance skills based routing and prioritize interactions based on their service level agreement.
For information about managing agreements, see Agreement Management
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Monitor and manage calls, queues, service levels, agent states and group states using live contact center information. For information about Real Time, see Real Time.
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Design call flows using announcements, timetables, IVR Menus, CTI Routers, Integration APIs for third parties. For information about Interaction Architect, see Interaction Architect.
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Configure and run reports to be delivered on screen and in emails. For information, see Stats and Reports.
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Configure the Interactive Voice Response system to collect data from callers. For information about the IVR Data Collector, see IVR Data Collector.
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Search call recordings by Dialled Number, Caller's Number, Agent, Date, and so on. For information about the Call Recordings, see Call Recordings.
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Manage short codes, Agent State, Passwords and Single Sign-On.
For information about system settings, see Editing System Settings.
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Manage individual User access rights to the key modules of the NVM ContactWorld. For information, see Configuring user access.
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In addition, the menu contains the following links:
- Documentation. Click Documentation to access NewVoiceMedia Vonage Contact Center Product Documentation. The link opens in a new tab.
- Product Updates. Click Product Updates to access ... The the Product Updates section within Vonage Contact Center Product Documentation. The link opens in a new tab.
